FEDERAL REPUBLIC OF NIGERIA
NATIONAL IDENTITY MANAGEMENT COMMISSION
NIGERIA DIGITAL IDENTIFICATION FOR DEVELOPMENT PROJECT
REQUEST FOR EXPRESSIONS OF INTEREST (REOI) FOR CONSULTANCY SERVICES TO DESIGN THE PROJECT GRIEVANCE REDRESS MECHANISM (GRM) FOR THE NIGERIA ID4D PROJECT
ISSUE DATE: MONDAY, 19TH APRIL 2021

INTRODUCTION

The Federal Government of Nigeria has received a credit from the World Bank, French Development Agency (AFD) & European Investment Bank (EIB) and intends to apply part of the proceeds to increase the number of persons with a National ID number, which would be issued by a robust and inclusive foundational ID system to facilitate improved access to public services. The National Identity Management Commission based in Abuja is responsible for the implementation of the Nigeria Digital Identification for Development (ID4D) project.

The Project is comprises of four components:

• Strengthen the Legal and Institutional Framework;
• Establish a Robust and Inclusive Foundational ID System;
• Enable Access to Services through IDs; and
• Project Management and Stakeholder Engagement.

The governance arrangements for project implementation consist of three structures:

1. Project Ecosystem Steering Committee (PESC);
2. Ecosystem Coordination Strategic Unit (ECSU); and
3. The Project Implementation Unit (PIU).

A consulting firm is to be engaged to support the ECSU and NIMC to design the enrolment ecosystem’s Grievance Redress Mechanism.

OBJECTIVES OF THE CONSULTANCY ASSIGNMENT

The overall objective of the assignment is to develop a Grievance Redress Mechanism (GRM) for the enrolment ecosystem, managed by NIMC, which should effectively and efficiently receive and respond to the concerns, complaints and grievances arising from the ecosystem enrollment model.

An effective GRM is required to provide pathways for stakeholders to raise issues about project implementation and performance. An effective GRM will rest on six key principles:

1. Grievances are treated confidentially, assessed impartially, and handled transparently.
2. Objectiveness and independence. Operates independently of all interested parties to guarantee fair, objective, and impartial treatment to each case.
3. Simplicity and accessibility. Procedures to file grievances and seek action are simple enough that complainants can easily understand them.
4. Responsiveness and efficiency. Designed to be responsive to the needs of all complainants.
5. Speed and proportionality. All grievances, simple or complex, are addressed and resolved as quickly as possible.
6. Participatory and inclusive. Project-affected people enrollees, members of vulnerable groups, project implementers (e.g. enrolment partners and their staff), civil society, and the media- are encouraged to bring grievances and comments to the attention of project authorities.

SCOPE OF THE ASSIGNMENT

The consultant will work closely with the NIMC PIU to support the work planning, methodological approach, consultations and drafting of a design for the GRM. The consultant will also work closely with other consultants working on assignments related to the NIMC ID4D Project to ensure complementarity and cohesion between consultancies. The firm is therefore required to perform the following tasks to achieve the overall goal of the assignment.

Task 1: Review international best practice and existing trends and patterns of grievances in NIMC’s Customer Care Department.

Task 2: Identify type and volume of potential grievances that may arise during implementation of the ecosystem enrollment model and assess existing resources.

Task 3: Design the GRM Workflows, Processes, Budget and Roll-Out Plan.

Task 4: Communicate and finalize the proposed GRM mechanism to stakeholders.

Task 5: Identify staff to manage the GRM system as well as staffing gaps and a staffing plan.

Detailed Terms of Reference (TOR) for the assignment can be accessed at: